Republic Services is a leader in Environmental Services, partnering with customers to create a more sustainable world.

　　We are Sustainability in Action — our promise to be environmentally responsible and to help our customers be environmentally responsible too.

　　Why choose Republic?

　　Joining Republic isn’t just about taking on a new job, it’s about making a commitment to create a more sustainable world together. Our people provide an essential service, serving and impacting customers, neighborhoods, and communities everywhere.

　　As a company, we are proud of our values and encourage those who share in our aspirations to join our team:

　　We protect our colleagues and communities through safe practices everywhere, every day.

　　We are committed to serving our customers and communities by going above and beyond to exceed expectations.

　　We take action to improve neighborhoods and communities by being environmentally responsible and creating a more sustainable world.

　　We are driven to deliver results in the right way.

　　We encourage a human centered culture that honors the unique potential and dignity of every person.

　　POSITION SUMMARY: The Customer Health & Voice of Customer Analyst role is for a versatile candidate that is technically savvy with a deep understanding of consumer research and customer experience practices. As the Customer Health & Voice of Customer Analyst, you will be responsible for mining, manipulating, and analyzing data with precision and attention to detail and translating this raw data into actionable insights that guide experience improvement efforts across the organization. The ideal candidate will be adept at diving into large datasets, extracting meaningful insights and translating them into actionable strategies through storytelling.

　　PRINCIPLE RESPONSIBILITIES:

　　Utilize advanced statistical and analytical methods to extract and synthesize actionable insights from large data sets, including VOC surveys, operational KPIs and other customer/business data

　　Work closely with cross-functional teams to identify key customer health metrics that drive customer satisfaction, loyalty and retention, measure, track, and report on metrics

　　Develop and deliver compelling narratives that effectively communicate insights to both technical and non-technical stakeholders through storytelling and data visualization

　　Become deeply familiar with existing primary and secondary research insights, applying, and considering these insights as needed

　　Bridge the gap between customer/business data and customer research, ensuring Customer Insights maintains comprehensive and synthesized understanding of customers/the experience

　　With manager oversight, manage administrative aspects of VOC program, including vendor relationship management, sampling, training and educational resources, field support, ad-hoc analyses, topline reporting, online portal, and user access

　　Partner with IT, Business Intelligence, data engineers and other cross-functional teams to deliver evolving data requirements and integrations forVOC programs

　　Facilitate collaboration between Customer Insights, Customer Data, and other cross-functional teams to drive innovation for VOC collection, sampling, reporting and overall strategy

　　Present findings to all levels across the organization, including and up to senior leadership at the Corporate, Area, and Business Unit levels

　　Balance reactive/requested priorities with inquisitive/proactive efforts

　　Prioritize, manage, and contribute to multiple projects concurrently and in a timely manner

　　Drive for results by consistently achieving goals and completing tasks by due dates

　　Perform other job-related duties as assigned or apparent

　　QUALIFICATIONS:

　　Proven expertise working with large data sets and extracting insights

　　Strong proficiency in data manipulation, statistical analysis, and data visualization (Excel, SQL, Denodo, Snowflake, SPSS, Python, R, etc.)

　　Strong understanding of customer experience best practices and customer health metrics

　　Demonstrated experience in customer and market research

　　5+ years of experience in client and/or client-facing supplier roles in the market research field, preferably on the client side

　　Effective communication skills with the ability to articulate findings in a clear and concise manner, both verbally and written

　　Ability to deliver results with upfront direction but with limited supervision

　　Ability to manage competing demands, priorities, and deadlines

　　Ability to deliver results with upfront direction and limited supervision

　　Strong decision-making and problem-solving skills

　　Strong commitment to quality, attention to detail, and continuousimprovement

　　Experience with Medallia or similar customer experience software a plus

　　Understanding of financial analysis and modeling a plus

　　MINIMUM QUALIFICATIONS:

　　2+ years of experience in a highly analytical role

　　Proficiency in MS Excel, Word, and PowerPoint

　　Rewarding Compensation and Benefits

　　Eligible employees can elect to participate in:

　　• Comprehensive medical benefits coverage, dental plans and vision coverage.

　　• Health care and dependent care spending accounts.

　　• Short- and long-term disability.

　　• Life insurance and accidental death & dismemberment insurance.

　　• Employee and Family Assistance Program (EAP).

　　• Employee discount programs.

　　• Retirement plan with a generous company match.

　　• Employee Stock Purchase Plan (ESPP).

　　The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

　　EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.